Job Summary

• To supervise the activities & teams responsible for providing support to merchants of all the groups in the Financial Institutions Directorates and ensure prompt resolution of all operational issues.

Responsibilities
The Supervisor for merchant operation & Support shall primarily be responsible by assisting the Team lead and HOD to execute the following across the state in his region:

• Track all merchant requests/complaints through interface with Helpdesk, Supervisors, Ro and Bank
• Resolve issues for each bank via Support Structure
• Interface with Ros, Banks & Device Application & support team for timely deployment, Upgrades/ Updates & repairs of terminals
• Work with relevant stakeholders (internal & external) to hold periodic trainings for members of the team.
• Work with relevant stakeholders to hold trainings for banks and newly acquired merchants.
• To ensure that clients are adequately informed and trained on new and existing applications, new Products & Solutions
• Ensure that team member have functional working tool by working with relevant teams through interface with Admin.
• Work with team members to ensure that the health status is adequately monitored across all Terminals where UP is PTAD (and other PTAD’s applications where monitoring App is available) with a view to taking proactive steps to deal with issues identified.
• Ensure PDOs undertake visits to Merchant locations in line with agreed SLA as well as monitor the deployment of paper rolls and other consumables, including decals

Requirements

• Education: BSc Degree / HND in Business Management / Economics / Finance or Technology.
• Experience: Minimum 7 years post NYSC. Hands on in channel operation, processes & function especially in the financial sector will be an added advantage. Strong interpersonal skills

Key Competencies:
Knowledge:

• Good knowledge of POS channel delivery/ Operations.

Skill / Competencies:

• Technical knowledge of POS terminal will be an added advantage
• Excellent communication and listening skills
• IT background will also be an added advantage
• Good knowledge of excel High drive, initiative and motivation Attention to detail

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